Customer Success Manager, PAR Engagement

📋 Description

• • As a Customer Success Manager (CSM) for PAR Engagement's Punchh Loyalty team, you will be the primary advocate and strategic partner for a dedicated portfolio of restaurant and retail brands, ensuring they achieve maximum value and success from our cutting-edge loyalty and engagement platform.
• • Your core mission is to cultivate and nurture strong, long-term relationships with clients, acting as their trusted advisor from initial onboarding through ongoing engagement and renewal.
• • You will be instrumental in guiding clients to leverage the full capabilities of the Punchh platform, translating their business objectives into actionable strategies that drive customer loyalty, increase sales, and enhance overall guest engagement.
• • This role demands a proactive and consultative approach, requiring you to deeply understand each client's unique business challenges, goals, and market landscape.
• • You will orchestrate a seamless client journey, overseeing critical phases such as onboarding, user adoption, ongoing support, and strategic account reviews.
• • A key responsibility involves conducting regular business reviews (QBRs) with clients, presenting performance insights, identifying trends, and collaboratively developing strategic roadmaps to ensure continued success and alignment with evolving business needs.
• • You will be adept at identifying and capitalizing on opportunities for account growth, including upselling and cross-selling additional PAR solutions that can further enhance client outcomes.
• • Driving high client retention and renewal rates will be a paramount measure of your success, achieved through consistent delivery of value, proactive problem-solving, and demonstrating the tangible impact of the Punchh platform.
• • You will serve as the voice of the customer internally, providing valuable feedback to product, engineering, and sales teams to inform future development and strategy.
• • This role requires a deep understanding of the Punchh platform's functionalities, enabling you to effectively train clients, troubleshoot issues, and recommend best practices for campaign execution and data utilization.
• • You will collaborate closely with the sales team during the pre-sales process, assisting in articulating the value proposition of Punchh to prospective clients and contributing to successful deal closures.
• • The ability to influence cross-functional teams without direct authority is crucial, as you will need to rally internal resources to support client initiatives and ensure a cohesive customer experience.
• • You will be responsible for developing and recommending creative, data-driven marketing and loyalty campaign strategies tailored to each client's specific goals, aiming to boost sales, increase customer engagement, and foster brand advocacy.
• • Mastering the art of client communication is essential, involving clear, concise, and persuasive articulation of strategies, results, and recommendations through various channels, including presentations, check-ins, and written reports.
• • You will be expected to stay abreast of industry trends in restaurant technology, mar-tech, loyalty programs, and digital marketing to provide informed and forward-thinking guidance to your clients.
• • This position offers a unique opportunity to work with a diverse range of exciting brands, contributing directly to their growth and success in a dynamic and rapidly evolving market.
• • You will be empowered to take ownership of your client portfolio, driving initiatives and making a tangible impact on both client businesses and PAR Technology's overall success.
• • The hybrid work model, with two days onsite in Austin, TX, allows for a balance of collaborative in-office engagement and focused remote work.
• • Your analytical skills will be leveraged to track key performance indicators (KPIs), analyze campaign effectiveness, and provide data-backed insights to clients, demonstrating ROI and driving continuous improvement.
• • You will act as a proactive problem-solver, anticipating potential challenges and developing effective solutions to ensure client satisfaction and retention.
• • This role is ideal for an individual who thrives in a fast-paced environment, possesses a strong sense of accountability, and is driven by a passion for helping businesses succeed through innovative technology solutions.
• • You will be a key player in fostering PAR's 'Better Together' ethos by ensuring seamless integration and value realization of our Unified Customer Experience solutions for your clients.
• • The opportunity to contribute to a company with a rich history of over four decades in restaurant technology, serving over 100,000 restaurants globally, provides a stable and impactful career path.
• • You will be part of a team dedicated to empowering brands worldwide to create lasting connections with their guests, making a real difference in the hospitality industry.